Q&A: Mentorship – giving something back and getting just as much in return

Lisa Hulme-Vickerstaff is Senior Manager - Customer Experience and Research at Trust Alliance Group, which is a group of companies including the Energy and Communications Ombudsman Services, that exist to build, maintain and restore trust between consumers and businesses. Her role is primarily focused on customer experience, continuously tracking feedback from customers and helping the company become more sophisticated in how it uses that data strategically. 

She told us, “One of my key goals is to take that data, extract meaningful insights, and drive action within the business. Because if you’re not using that data to make improvements, you’re not just wasting money—you’re also wasting your customers’ time.”

I wanted to interview Lisa to get her take on mentorship in the insights industry. Let’s get into it. 

There’s so much I love about my job! I’ve been working in research and insight for many years now, across different sectors—telecommunications, financial services, healthcare, FMCG and now in a semi-governmental, not-for-profit space. One of the things I find most rewarding is how varied the work is. I’m passionate about research and the fact that I can apply my skills in so many different industries keeps me engaged and excited. Each sector has its own challenges and nuances, and that variety makes the work incredibly stimulating for me.

I became a mentor in January this year, so it’s still relatively new for me. I’ve been a member of the MRS throughout my career, they played a big role in my early training, and I’ve been involved in helping promote the MRS, particularly advocating for greater representation from client-side researchers.

“I joined the mentorship scheme because I wanted to give back. I think it’s important to help others in the industry, especially younger researchers who are just starting out. If I can help someone enjoy their career more or achieve something they didn’t think was possible, that’s incredibly rewarding for me.”

It’s been really positive. I was paired with a mentee who works agency-side, and even though our roles are quite different, we’ve got along brilliantly. When we first started, they wanted help with managing people and developing leadership skills, but over time, our conversations have expanded to broader career topics. 

One of the things I’ve enjoyed most is the natural flow of our conversations. It’s not a rigid mentor-mentee relationship; it’s more like a professional friendship. We meet once a month, and there’s always so much to talk about. I feel like we both get a lot out of the relationship.

I think it works because we’re both open to learning from each other. My mentee has been very interested in understanding the client-side perspective, which is often seen as less glamorous than working for an agency. But what they’ve realized is that client-side researchers have to be incredibly skilled because we do everything in-house.

I manage the entire process from engaging with stakeholders, designing surveys and deploying them, to analyzing the results and presenting them. That level of involvement gives me a deep understanding of the data and allows me to provide more meaningful insights to the business. I think my mentee has come to appreciate that client-side research can be just as valuable and fulfilling as agency work, if not more so in some cases.

I’ve learned a lot, not just about mentoring but also from my mentee, who has helped me stay up to date with more digital and social research methods, which aren’t as prominent in my day-to-day work. I’ve also gained a fresh perspective on the challenges that young researchers face today, which are quite different from what I experienced when I was starting out.

“It’s been eye-opening to see how competitive the industry has become and how difficult it is for young professionals to stand out.”

It’s a much more competitive landscape now. When I started, the industry was less crowded, and there was more room to grow into a role. Today, young researchers have to work much harder to stand out, and they face a lot of pressure to build their personal brands and networks early on. It’s a challenge I didn’t really have to deal with when I was starting out, so it’s been interesting to help my mentee navigate that environment.

I think what’s surprised me most is just how natural the process has been. I was a little apprehensive at first, worrying about saying the right things or giving the right advice, but it’s turned out to be more of an organic conversation. We talk about our experiences, share insights and reflect on challenges we’ve faced. It’s not just me advising my mentee — it’s a two-way street.

Definitely! Being a mentor is such a rewarding experience. It’s an opportunity to give back to the industry and help shape the next generation of researchers. Plus, it’s not just about helping the mentee—you learn a lot yourself through the process. 

“For me, it’s also a way of giving back to the MRS and the market research community. It’s about building a strong foundation for the future of the sector.”

 

If we can help new researchers grow and develop their skills, it benefits the entire industry because it ensures we have a pipeline of talented professionals who can continue to drive innovation and improvement in the field.

Absolutely! I don’t think your age or career stage should be a barrier to being a mentee. We all face challenges, no matter how far along we are in our careers, and having someone to talk to, to help you think through those challenges, can be invaluable. 

I’d say, take every opportunity to gain as much experience as you can. I spent 19 years working for BT and O2, and it was a fantastic learning experience. I built research and insight teams from the ground up, and I learned a lot. But after taking voluntary redundancy, I started working across different industries, and that really expanded my skill set. 

So, my advice would be: 

“Don’t be afraid to try new things, even if they seem outside your comfort zone. You won’t always get it right, but every experience is an opportunity to learn and grow.”

I think I’d choose Meryl Streep. She strikes me as someone who is incredibly thoughtful, intelligent, and experienced in so many areas. I feel like she’d have a lot of wisdom to offer, not just in terms of career advice but also in how to navigate life’s challenges. She always seems so composed and insightful, and I think that would make her an amazing mentor.

I loved hearing about Lisa’s mentorship experience and encourage everyone to consider being a mentor or a mentee – or both. If you are in the UK, check out the MRS scheme here – you never know, your next mentor just might be Meryl Streep.